QA Engineer Resume Example

Focus in Public Relations within Media

Minor in History

After joining the eero team, the challenges and daily requirements of my role were entirely based in testing the core operating system of eero's hardware products. In my day to day I primarily focus on:

• Test case generation and management
• Test plan execution (regression, smoke, exploratory feature)
• Bug logging and tracking through JIRA
• Command line interaction with all generations of hardware
• Management of testing environments
• Soldering testing hardware
• Network level testing
• CoreOS testing

Joining the Plume team shortly after their December 2016 launch meant my primary goal was to streamline the support and escalation process for both customer service and engineering teams. My responsibilities included:

• Support training
• Content generation (for internal and partner teams)
• Creating QA cycles for production bugs
• Monitoring NPS to drive development on new features
• Tier 3 escalation support
• Hardware log review
• User bug logging for all production and dev environments
• Interop test program planning and execution
• Intern management

Joining the team prior to launch, it was my duty to plan and implement a support system ready to handle a brand new experience while testing the product for usability and performance. My focus then expanded to planning and executing on both an alpha and beta hardware testing program. The responsibilities of this role included:

• Email support
• Support process and strategies planning
• Order management
• Hardware test planning
• User research
• Anecdotal data analysis
• Community management
• Content creation
• Developmental product testing and QA
• Product demonstration

This role had me at the intersection of our upstate support center and NYC based engineering team. The goal was to leverage the experience of real end users, and those who supported them, to generate quality improvements system-wide. My work included:

• Developing troubleshooting strategies
• Providing advanced system-level technical support
• Product and service training
• Case escalation management
• Product QA testing
• User data analysis
• Beta product support

Following Wink's launch, I was transitioned to their dedicated technical support team and gained additional mobility in troubleshooting. In depth knowledge of home networking moved to the forefront and the focus on creative troubleshooting sharpened. My priorities shifted towards:

• Adaptive troubleshooting
• Long term user issue resolution
• Technical support via social media
• Product integration support
• Product testing
• Recruiting
• Onboarding and training

Available upon request